Refund policy
We want you to be happy with your order. This policy explains how to cancel, return or exchange an item bought on umlozi.com. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.
1. Cancelling within 7 days (cooling-off period)
You may cancel your order for any reason within 7 days of receiving it. Email us within that time and return the item unused, in its original packaging. We will refund the price you paid to your original payment method within 30 days of your cancellation, including the original delivery fee if you return the whole order. The only cost to you is sending the item back to us.
2. Change of mind after 7 days (up to 30 days)
From day 8 up to 30 days after delivery you can return an unwanted item for store credit, provided that:
- it is unused, undamaged and in its original, undamaged packaging with any seals intact;
- all parts, accessories and free items that came with it are included; and
- it is not one of the non-returnable items listed in section 4.
You arrange and pay for the return shipping. Store credit is issued as a gift card for the price you paid for the item (delivery fees are not credited) and is valid for 3 years.
3. Damaged, defective or incorrect items
Please check your order when it arrives and let us know within 7 days if anything is damaged, missing or not what you ordered.
If an item turns out to be defective within 6 months of delivery, you may choose a repair, a replacement or a full refund of the price you paid. Send us your order number, a short description of the problem and a photo where possible. Once we confirm the return, send the item back to us and we will reimburse the reasonable cost of the return shipping. Refunds are paid to your original payment method.
This warranty does not cover normal wear and tear, or damage caused by misuse, accidents, incorrect use or not following the product instructions.
4. Non-returnable items (change of mind)
For health, safety and hygiene reasons, we cannot accept change-of-mind returns on:
- food, beverages, teas, coffee and other consumables;
- opened or used hair care, skin care, cosmetics, bath products and essential oils;
- opened self-diagnostic test kits;
- opened baby feeding items, dummies, pacifiers, nappies and wipes;
- items made or personalised to your order; and
- gift cards.
These exclusions do not affect your rights in section 3 if an item is damaged, defective or not what you ordered.
5. Sale items
Sale items can be returned for store credit under section 2 at the price you paid. Your rights for damaged or defective items in section 3 apply to sale items in full.
6. How to return an item
- Email sales1@umlozi.com or WhatsApp +27 82 578 0715 with your order number, the item and the reason for the return. Please don't send items back before we have confirmed the return.
- Pack the item securely, include a note with your order number, and send it to: Umlozi International (Pty) Ltd, Unit 4 Astro Place, 163 Van der Bijl Street, Meadowdale, Germiston, 1609.
- Use a trackable courier and keep your proof of postage. For change-of-mind returns, the item remains your responsibility until it reaches us.
7. Refunds and store credit
We will inspect your return and confirm the outcome by email within 5 business days of receiving it. Approved refunds are paid to your original payment method; card refunds can take a few extra days to appear, depending on your bank. If a returned item does not meet this policy, we will contact you and can send it back to you at your cost.
8. Exchanges
To exchange an item, return it under section 2 for store credit and place a new order using your gift card.
Contact us
Umlozi International (Pty) Ltd, Unit 4 Astro Place, 163 Van der Bijl Street, Meadowdale, Germiston, 1609, South Africa. Email sales1@umlozi.com, phone or WhatsApp +27 82 578 0715.